Troubleshooting steps to try when Exacq Mobile 3 or exacqVision Browser/Thin Client returns blank black screens instead of live video.
Product
exacqVision Web Server
exacqVision Browser/Thin Client
Exacq Mobile 3
Steps to Reproduce
Access cameras via Exacq Mobile 3 or exacqVision Browser/Thin Client
Expected Results
Live view of selected cameras is visible
Actual Results
Blank black screens appear were live video is expected
Possible Solution
Update to the latest version of exacqVision Web Server
Determine if Restricted View Window “RVW” is in use
Set fps to <= 10
Set quality to <= 5
Pro Tip
With the permission of the Integrator/Customer create a temporary user which will allow you to test both the Web Browser/Thin and Mobile Clients from your machine. Important: Please remember to remove the temporary user when completed.
Related Knowledge Base Articles
#13046 – “exacqVision Web Server 22.09.0 Searches Return Black Screen”
#6629 – “Thin Client and Mobile APP will not work when using RVW (Restricted View Window) on Camera”
Web Service running 22.09.0 can experience an issue where searches from the web can return a black screen and then become stuck in that state. The web service must be restarted to clear the issue, but it will likely reoccur.
Product
ExacqWebService 22.09.0
Solution
Update to exacqVision Web Server 22.09.1 or higher
Exacq cloud hosted relay service eliminates the need for most firewall configuration and prevents exposing the NVR directly to inbound internet traffic via port forwarding by creating a unique relay URL as a proxy to access the NVR.
Product
exacqVision Web Service
exacqVision Relay Service
Prerequisites
exacqVision Server 19.06 or higher
NVRs with expired SSA “Software Subscription Agreement” will have image size and resolution restrictions.
How to Manually Add Older Package Versions of exacqVision Software to the Update Packaging Utility
Description
The exacqVision Software Updates Packaging Utility offers an option to Upload a License File. The advantage of using a license file is it will provide relevant versions if any of your systems have an expired SSA “Software Subscription Agreement”. In the event this fails the following instructions can be used to create an update package zip file manually to included older versions of exacqVision Software which than can be imported as a zip file in exacqVision Enterprise Manager
Notice
Video available, 2022-04-27 Software Updates Packaging Utility and Legacy Releases, Knowledge Base Article #10156
Product
exacqVision Client
exacqVision Server
exacqVision Web Server
Enterprise Manager
Objective:
Create a Packaging Utility zip file to be used as a template
Download installers for older versions of exacqVision Software
Modify the contents of the zip file, specifically evFileInfo.txt. to include needed packages
Enter the SSA “Software Subscription Agreement” Expiration Date
Expand the results
Download the desired software, any combination of Client, Server or Web Service for the desired platform
Move the downloaded software to the folder created in the sub-folder created earlier
Modify evFileInfo.txt
The evFileInfo.txt file, included in the zipped packaging utility will have a section similar to that in lines 8-22 of the following example for each software installer included in the package. These sections can be duplicated, then modified to create additional sections for manually downloaded packages.
Example
In this example In addition to the most recent version(s) we have an NVR with an expiration date of 2019-12-27. It is running on an Linux 64-bit OS so as a result will need to add ev-Server-Linux-x64 Version 19.12.6.0 to evFileInfo.txt.
Create Initial Packaging Utility Zip File as described above
Extract the contents of the Packaging Utility Zip File
Follow the Download Legacy Software section to download the 19.12.6.0 Windows x64 server software.
Open evFileInfo.txt with a text editor (Notepad++ recommended)
Copy a package section (lines 8-22) and paste at the end of the file
Modify the following lines
Change Package Header from [ev-Server-Windows-x64-22.03.1.0] to [ev-Server-Linux-x64-19.12.6.0]
Instructions for recovering access to exacqVision Web Service configuration.
Product
exacqVision Web Service
Steps to Reproduce
From the exacqVision Web Service landing page select Web Service Configuration Enter username and password and click Login
Expected Results
Web Service Administration page is displayed
Actual Results
Message “Login failed. This attempt has been logged.”
Solution
exacqVision Web Service will need to be purged i.e. completely removed including existing configuration settings and re-installed. You will be prompted to create a new password during the install.
